Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jessica Martin

Sacramento,CA

Summary

Experienced Office Specialist bringing 20 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

10
10
years of professional experience

Work History

Client Service Manager

American Trust Retirement
04.2022 - 04.2025
  • Enhanced client satisfaction by addressing concerns and providing timely solutions.
  • Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
  • Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
  • Successfully resolved escalated client issues, restoring trust and safeguarding the company''s reputation.
  • Took ownership of customer issues and followed problems through to resolution.
  • Followed through with client requests to resolve problems.

Contribution Specialist

American Trust
01.2019 - 04.2023
  • Managing proper timing of processing task while while also adhering to follow up procedures with co-workers
  • Maintained accurate records and ensured timely completion of all necessary paperwork.
  • Maintaining clear communication with internal departments regarding payroll issues
  • Handling standard routines task requiring judgement and discretion
  • Assisting other team members on request
  • Analyzing data/ payroll files along with the clients documents to ensure proper processing of the participant data


Office Specialist II

Sacramento County Child Support
03.2018 - 08.2020
  • Provided administrative and clerical support for establishing, modifying and enforcing child support orders
  • Demonstrated adaptability by quickly learning new software programs and office tools as required, continuously improving skill set.
  • Handled incoming calls professionally, routing callers appropriately or taking detailed messages when necessary.
  • Gathering information, verifying records, updating databases, and preparing documents for hearings
  • Entering and managing information
  • Ensured timely delivery of mail correspondence both internally and externally through efficient sorting methods.

Office Administrative Assistant

Newport Group
02.2015 - 04.2018
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Responded to inquiries from callers seeking information.
  • Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
  • Provided customer satisfaction by promptly addressing inquiries via phone, email, or in-person visits.
  • Expedited invoice processing, ensuring accurate recording of distributions , loans and transactions.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

Education

General

Florin High
Sacramento, CA
06-2001

Skills

  • Client relationship building
  • Resource referrals
  • Exceptional communication
  • Proficient in Microsoft,Excel, Office, Outlook Adobe, Relius, Salesforce,Chrome, and Power point
  • Research and due diligence
  • Strong leadership
  • Client issue resolution

Timeline

Client Service Manager

American Trust Retirement
04.2022 - 04.2025

Contribution Specialist

American Trust
01.2019 - 04.2023

Office Specialist II

Sacramento County Child Support
03.2018 - 08.2020

Office Administrative Assistant

Newport Group
02.2015 - 04.2018

General

Florin High

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